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October 2023 by Alyssa Goodwin
Made a reservation a week in advance at the South Hadley, MA location. Upon picking up, no car was available.Karen the "manager" at the counter was extremely rude and unprofessional to my girlfriend and I because we had asked why no one called in advance to disclose there was no vehicle available to pick up. Mind you I'm traveling from MA to NC for a funeral to say the least.I was advised to drive an additional 20 minutes south to another location to pick up a car.(W. Springfield)Once I arrived at the other location I waited over 2 hours to receive a car.The car provided was not cleaned or looked over. Driver side tire leaking air upon pick up and other lights illuminating on the dashboard intermittenly while driving. Smelt of cigarettes with burn holes in seats.I originally went back in and told the employee about the smell and low tire pressure but was told to still take the car and swap it out at an airport on my way to my funeral. Additionally, I used my personal EZ pass to cover tolls from Mass to NC. Over a week later was charged by Hertz for tolls I had already paid via my ezpass with receipt statements.This was the absolute WORST experience I've ever had with a rental company and will never use this service again.
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October 2023 by 2mas
They don't hold cars for reservation. Just drove 30 minutes to drop off my wife to find out they have the reservation to someone else. Pound sand, jerks.
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October 2023 by Pak Man
Karen is the best in the business
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August 2023 by 司弘博
We experience some difficulties with verification and payments but Karen was very patient and nice! She tried everything to help us and finally we figured everything out and it’s all thanks to Karen! She is really friendly and helpful!
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May 2022 by Dylan weiss
No fun
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May 2021 by Vatsal Shah
Very poor service. The office handles services for multiple companies and so it takes ages for them to just finish the paperwork to pick up even one car. I have been there twice now, and both times it has taken them over 30 minutes to process the rental.
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January 2021 by Daniel Schaffer
Avoid at any cost.My family had been staying with my in-laws in MA so that we could have some support with our children for distance learning. It was time to go back home to OR, and we found a minivan to rent via Priceline that didn't have an exorbitant one-way return fee.The fun started when I went to pick up the minivan: Walking into the office, two out of the three women working behind the counter were not wearing a mask, despite state mandates for masking in public.I noticed immediately that the car smelled like stale cigarette smoke, despite the very prominently displayed no smoking policy (circled on my pickup inspection paperwork, no less). I mentioned this to the woman assisting me, and she told me that they didn't have any other minivans available, but I could stop at another location that had one in inventory and swap it out if I wanted, because when driving across the country with my two children and a fully packed van, trying to find another location with a minivan (which, according to the woman, are *incredibly* rare to find) the day before Christmas Eve, then stopping and spending an extra 3+ hours unloading and reloading into a new vehicle sounds like a ton of fun. Clearly, since we were due to leave the next day, I was left with no choice and took the vehicle.The morning we left, I saw that the oil change warning came on in the dashboard when starting the car. I hadn't noticed this the day I picked it up - I can't remember if the agent had started the car when checking the gas and mileage, or if I just hadn't noticed because I was still unfamiliar with the car. Fine then, we'll stop at a lube place somewhere on the way.After leaving, at our first gas stop, I noticed that both the front tires were nearly *bald*. The rear tires looked much more intact, suggesting that the tires had not been rotated in a very long time, possibly ever. I hadn't noticed this at pickup - it hadn't occurred to me to check for things like this, as I'd (incorrectly) assumed that basic automotive maintenance was a given, especially since this particular Hertz location appears to be associated with an auto repair shop. Since our route was due to take us through the northern midwest (IL, IA, NE, UT, WY, ID) in the middle of winter, the idea of driving my family on those nearly bald tires seemed risky.We managed to track down a Monro that was, amazingly, able to slide us into their schedule right away, and informed us that the tires were down to 3/32" - very close to not even passing MA DOT inspection. The manager at Monro, who incidentally handles maintenance for their nearby Enterprise location, was aghast that we were given a vehicle in this state, especially for a cross-country trip. I ultimately asked them to replace the two tires - I was informed that rotating the tires would not be a good idea, as the tread on the rear tires would be needed to prevent fishtailing, and I was not comfortable leaving the nearly bald tires on the front given we were expecting to be driving through snow, freezing rain, and almost-zero temperatures (Iowa ended up getting down to 5º). $400 and 2+ hours later, we were back on the road.I had not contacted Hertz at this point, as I was not obliged to give them the opportunity to impede our trip further. I did contact their roadside assistance once we made it home to report the incident, though I was informed that they wouldn't be able to do anything about reimbursing me for the tires until I returned the car.Upon returning the vehicle, I waited 30+ mins for a manager to appear and tell me that apparently because I was returning the car to an airport, and the car was picked up from a "Hertz Local Edition", they couldn't do anything about reimbursing me there, either, and someone would call me. I'm still waiting.It's also worth noting that the reservation was made two weeks in advance - this was not a last minute whim rental.I will not use Hertz again.
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January 2021 by Meg O'Neill
FIRST TIME CAR RENTERS Booked a car through South Hadley Hertz. I will absolutely use this company for future rentals. We booked a 7 passenger SUV for a 11 day road trip. When we arrived we were greeted by Karen. She talked us through the renting process and then showed us our rental. I wasn't thrilled on the sized of this 7 passenger vehica, which was a Kia Sorrento (no trunk/storage space), and you could tell the previous renter was a heavy smoker. She noticed right away and said that there was no way she was letting us drive off in that SUV. She worked her magic and got us the vehical we needed. This one was super clean, had the space we needed, and it was a 2020 Chevy. Needless to say. I was extremely happy with how Karen cared, paid attention to detail, and made sure we were happy customers. Our vacation was memorable thanks to Karens help!
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December 2020 by Daniel S.
Avoid at any cost.My family had been staying with my in-laws in MA so that we could have some support with our children for distance learning. It was time to go back home to OR, and we found a minivan to rent via Priceline that didn't have an exorbitant one-way return fee.The fun started when I went to pick up the minivan: Walking into the office, two out of the three women working behind the counter were not wearing a mask, despite state mandates for masking in public.I noticed immediately that the car smelled like stale cigarette smoke, despite the very prominently displayed no smoking policy (circled on my pickup inspection paperwork, no less). I mentioned this to the woman assisting me, and she told me that they didn't have any other minivans available, but I could stop at another location that had one in inventory and swap it out if I wanted, because when driving across the country with my two children and a fully packed van, trying to find another location with a minivan (which, according to the woman, are *incredibly* rare to find) the day before Christmas Eve, then stopping and spending an extra 3+ hours unloading and reloading into a new vehicle sounds like a ton of fun. Clearly, since we were due to leave the next day, I was left with no choice and took the vehicle.The morning we left, I saw that the oil change warning came on in the dashboard when starting the car. I hadn't noticed this the day I picked it up - I can't remember if the agent had started the car when checking the gas and mileage, or if I just hadn't noticed because I was still unfamiliar with the car. Fine then, we'll stop at a lube place somewhere on the way.After leaving, at our first gas stop, I noticed that both the front tires were nearly *bald*. The rear tires looked much more intact, suggesting that the tires had not been rotated in a very long time, possibly ever. I hadn't noticed this at pickup - it hadn't occurred to me to check for things like this, as I'd (incorrectly) assumed that basic automotive maintenance was a given, especially since this particular Hertz location appears to be associated with an auto repair shop. Since our route was due to take us through the northern midwest (IL, IA, NE, UT, WY, ID) in the middle of winter, the idea of driving my family on those nearly bald tires seemed risky.We managed to track down a Monro that was, amazingly, able to slide us into their schedule right away, and informed us that the tires were down to 3/32" - very close to not even passing MA DOT inspection. The manager at Monro, who incidentally handles maintenance for their nearby Enterprise location, was aghast that we were given a vehicle in this state, especially for a cross-country trip. I ultimately asked them to replace the two tires - I was informed that rotating the tires would not be a good idea, as the tread on the rear tires would be needed to prevent fishtailing, and I was not comfortable leaving the nearly bald tires on the front given we were expecting to be driving through snow, freezing rain, and almost-zero temperatures (Iowa ended up getting down to 5º). $400 and 2+ hours later, we were back on the road.I had not contacted Hertz at this point, as I was not obliged to give them the opportunity to impede our trip further. I did contact their roadside assistance once we made it home to report the incident, though I was informed that they wouldn't be able to do anything about reimbursing me for the tires until I returned the car.Upon returning the vehicle, I waited 30+ mins for a manager to appear and tell me that apparently because I was returning the car to an airport, and the car was picked up from a "Hertz Local Edition", they couldn't do anything about reimbursing me there, either, and someone would call me. I'm still waiting.It's also worth noting that the reservation was made two weeks in advance - this was not a last minute whim rental.I will not use Hertz again.
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October 2020 by Megan O'Neill
FIRST TIME CAR RENTERSBooked a car through South Hadley Hertz. I will absolutely use this company for future rentals.We booked a 7 passenger SUV for a 11 day road trip. When we arrived we were greeted by Karen. She talked us through the renting process and then showed us our rental. I wasn't thrilled on the sized of this 7 passenger vehica, which was a Kia Sorrento (no trunk/storage space), and you could tell the previous renter was a heavy smoker. She noticed right away and said that there was no way she was letting us drive off in that SUV. She worked her magic and got us the vehical we needed. This one was super clean, had the space we needed, and it was a 2020 Chevy. Needless to say. I was extremely happy with how Karen cared, paid attention to detail, and made sure we were happy customers. Our vacation was memorable thanks to Karens help!
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October 2020 by Danny Mcgee
They are incredibly helpful. Saved me soooooo much grief. Thank you! Thank you! Erin and Karen are awesome!!! - Dan
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May 2020 by Daniel McGough
They are incredibly helpful. Saved me soooooo much grief. Thank you! Thank you! Erin and Karen are awesome!!!
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June 2018 by Lisa Jenks
Very helpful employees. Nice clean cars if you need a rental car definitely worth going to Hertz. Unlimited mileage
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April 2018 by jfuduric9
They don't have on site parking for their customers to leave their car.
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June 2017 by Robert King
Decent staff. Friendly
